Transcription
Siebel SearchAdministration GuideVersion 8.0, Rev. GJuly 2011
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ContentsSiebel Search Administration Guide 1Chapter 1:What’s New in This ReleaseChapter 2:Overview of Siebel SearchAbout Siebel Search19About Siebel Search Operations 19About Siebel Find Operations 19Features Supported for Find, Search, and Mobile SearchSiebel Search Architecture OverviewSiebel Search Web ServiceChapter 3:202222Setting Up Siebel Search with Oracle SecureEnterprise SearchAbout Installing Siebel Search24Upgrading from Siebel Search Version 7.x24Installing Server Components for Siebel Search24Oracle Secure Enterprise Search Pre-Installation TasksInstalling Oracle Secure Enterprise Search2525Creating the Siebel Search Center Directory Structure on the Siebel Server26Creating the Siebel Search Center Directory on Windows 26Creating the Siebel Search Center Directory on UNIX 27Enabling FTP or HTTP Indexing27Configuring the FTP Server for FTP Indexing28Configuring the Search FTP Server on Windows 28Configuring the Search FTP Server on UNIX 29Configuring the RSS Crawler for FTP IndexingConfiguring the RSS Crawler for HTTP IndexingConfiguring Field Mapping Settings303133Administering Siebel Server Component Groups34Administering Workflow Management Components35Siebel Search Administration Guide Version 8.0, Rev. G3
Contents Enabling Search Security Web ServiceActivating the Search Engine3536Configuring Siebel Search Engine Settings36Process of Setting Up the Business Component Source and Connector for OracleSecure Enterprise Search Integration 42Configuring the Siebel Business Component Connector 42Activating the Siebel Identity Plugin Manager for Oracle Secure Enterprise Search 43Verifying Oracle Secure Enterprise Search Federated Trusted Entities and Siebel IdentityPlugin Manager 44Deploying the Business Component Source 45Verifying the Oracle Secure Enterprise Search Source for the Business ComponentConnector 45Process of Setting Up the File System Source and Connector for Oracle SecureEnterprise Search Integration 47Configuring the Siebel File System Connector 48Deploying the File System Source 49Verifying the Oracle Secure Enterprise Search Source for the File System ConnectorVerifying Indexing for the File System Connector 5049Process of Setting Up the Web Crawler Source and Connector for Oracle SecureEnterprise Search Integration 50Creating an Oracle Secure Enterprise Search Source for the Web Crawler ConnectorCreating a Source Group for the Web Crawler Connector 51Verifying Oracle Secure Enterprise Search Indexing of the Web Crawler Source 52Administering the Siebel Web Crawler Connector 52Administering Connectors for Oracle Secure Enterprise Search IntegrationUpdating Connector SettingsDeleting a Connector 5453Configuring the Default Search DefinitionActivating Search Run-Time Events5454Creating Server Repeating Jobs for Incremental IndexingCreating a Server Repeating Job for HTTP IndexingConfiguring the Eapps.cfg File for HTTP Indexing555657Configuring Secure Sockets Layer Authentication for HTTP IndexingImporting the SSL Certificate for HTTP Indexing58Configuring Single Sign-On Authentication for HTTP IndexingConfiguring User Authentication for Search QueriesDisconnecting from Oracle Secure Enterprise Search45959Siebel Search Administration Guide Version 8.0, Rev. G58585350
Contents Chapter 4:Setting Up Disconnected Mobile SearchAbout Installing Mobile Search61Upgrading from Siebel Search Version 7.x61Creating the Siebel Search Center Directory Structure on the Mobile ClientInstalling Mobile Search6262Start the DSM Listener63Configuring Field Mapping Settings63Adding the Mobile Search Administration Screen64Administering the Business Component Connector for Mobile SearchActivating the Search Engine6565Configuring Siebel Mobile Search Engine Settings66Process of Setting Up the Index Definition for the Search Mobile Client67Configuring the Mobile Client Search Definition 67Configuring the Mobile Client Search Definition in the Application Configuration FileActivating Search Run-Time Events for Mobile SearchSynchronizing Siebel Mobile SearchChapter 5:6868Configuring Index MappingsAbout Searchable ObjectsDefining Index Elements6969Defining Index Attributes72Creating Search Run-Time Events for Custom Search ObjectsChapter 6:6876Administering Siebel Search Index SettingsAbout Search Indexes79Creating a New Index Definition79Creating a New Index Definition 79Configuring the Search Definition on the Siebel Web Client 80Configuring the Search Definition on the Siebel Developer Web ClientCreating a Logical Collection81Filtering the Index Record-Set81Creating Searchable Business Component FieldsAbout Indexing Search ObjectsIndexing Search Objects80828283Siebel Search Administration Guide Version 8.0, Rev. G5
Contents Refreshing the Index 84Enabling Incremental Indexing85Monitoring Batch Processing for HTTP IndexingChapter 7:85Configuring Siebel SearchAbout Siebel Tools Configuration TasksConfiguring the Search Results View8787Configuring Pick Views for Search and Attach RecordsCreating Preview Views for Search89Configuring Access Control for Search OperationsAdministering Searchable FieldsAdministering Field Weighting909090Administering Automated KeywordsChapter 8:8891Configuring Siebel FindAbout Siebel Tools Configuration TasksAbout Siebel Tools Find Objects9393Siebel Tools Find Object Reference93Find Object 94Application Find Object 95Find Field Object 96Find View Object 97Find Field Locale Object 98Find Locale Object 98Find Pick View Object 99Configuring Searchable Find CategoriesConfiguring the Find Results View99Configuring Find and Associate RecordsCreating Preview Views for Find99100101Configuring Siebel Communications Server and Find IntegrationConfiguring Access Control for Find OperationsChapter 9:Using Siebel SearchSiebel Search End-User ExperienceSetting Search Preferences6103105105Siebel Search Administration Guide Version 8.0, Rev. G102
Contents Basic Search Retrieval106Performing a Basic Search Operation108Performing an Advanced Search OperationSaving Search Criteria110111Performing a Find Operation111Associating Results with the Active Record112Appendix A: Preconfigured Search ObjectsCall Center Searchable ObjectseService Searchable ObjectsSales Searchable ObjectsService Searchable Objects113113114114Application and Search Definition Mappings114Appendix B: Syntax for Filter Search SpecificationsFilter Search Specification Syntax117Precedence 117Comparison Operators 118Logical Operators 118Pattern Matching with LIKE and NOT LIKE 118Functions in Calculation Expressions 120Filter Search Specification Examples 120IndexSiebel Search Administration Guide Version 8.0, Rev. G7
Contents 8Siebel Search Administration Guide Version 8.0, Rev. G
1What’s New in This ReleaseSiebel Search Administration Guide covers how to use Oracle’s Siebel Search application. It includestasks such as configuring, and integrating with Oracle Secure Enterprise Search. For customers usingthe legacy Siebel Search-FAST integration, see Siebel Search Administration Guide Addendum forFAST InStream.What’s New in Siebel Search Administration Guide, Version 8.0, Rev. GTable 1 lists the changes described in this version of the documentation to support Release 8.0.0.12of the software.Table 1.Changes in Siebel Search Administration Guide, Version 8.0, Rev. GTopicDescription“Features Supported for Find,Search, and Mobile Search” onpage 20Modified topic. The following features have been added forHTTP indexing: Password encryption Secure indexing Monitoring batch processing for HTTP indexing“Enabling FTP or HTTP Indexing” onpage 27New topic. Siebel Search provides the ability to index overFTP or index over HTTP. This topic covers switching betweenFTP and HTTP indexing.“Configuring the RSS Crawler forHTTP Indexing” on page 31New topic. This topic describes how to configure the OracleSecure Enterprise Search Crawler for indexing over HTTP.“Configuring Siebel Search EngineSettings” on page 36Modified topic. The following settings have been added forHTTP indexing: Feed URL Prefix Send Index Feed Via HTTP Use Session ModeThe following settings have been modified for HTTP indexing:“Creating a Server Repeating Job forHTTP Indexing” on page 56 Batch Split Size Batch Submit Size Feed Access PasswordNew topic. It describes how to create the Search ScheduleMonitor repeating job for HTTP indexing.Siebel Search Administration Guide Version 8.0, Rev. G9
What’s New in This Release Table 1.Changes in Siebel Search Administration Guide, Version 8.0, Rev. GTopicDescription“Configuring the Eapps.cfg File forHTTP Indexing” on page 57New topic. It describes how to configure session tracking forHTTP indexing.“Configuring Secure Sockets LayerAuthentication for HTTP Indexing”on page 58New topic. It describes how to configure SSL authenticationfor HTTP indexing.“Importing the SSL Certificate forHTTP Indexing” on page 58New topic. It describes how to import the SSL certificate.“Configuring Single Sign-OnAuthentication for HTTP Indexing”on page 58New topic. It describes how to configure SSO authenticationfor HTTP indexing.“Configuring User Authentication forSearch Queries” on page 59New topic. It describes how to configure end userauthentication for search queries.“Monitoring Batch Processing forHTTP Indexing” on page 85New topic. It describes how to monitor batch processing forHTTP indexing.10Siebel Search Administration Guide Version 8.0, Rev. G
What’s New in This Release What’s New in Siebel Search Administration Guide, Version 8.0, Rev. FTable 2 lists the changes described in this version of the documentation to support Release 8.0.0.7of the software.Table 2.Changes in Siebel Search Administration Guide, Version 8.0, Rev. FTopicDescriptionRemote AdministrationModified topic. It has been updated to include the followingOracle Secure Enterprise Search remote administrationsettings:“Configuring Siebel Search EngineSettings” on page 36Remote Administration“Configuring the Siebel BusinessComponent Connector” on page 42Remote Administration“Activating the Siebel IdentityPlugin Manager for Oracle SecureEnterprise Search” on page 43Remote Administration“Deploying the Business ComponentSource” on page 45Remote Administration“Configuring the Siebel File SystemConnector” on page 48 Admin API Namespace Admin API Webserver Address Schedule Name Search Engine Config Filename Web Service Endpoint Address Web Service Endpoint Password Web Service Endpoint UsernameModified topic. It has been updated to include the followingOracle Secure Enterprise Search remote administrationsettings: Configuration URL Feed Access Password Feed Access User ID Scratch Directory Type className jarFileNew topic. This topic covers connection to the Oracle SecureEnterprise Search server. The Oracle Secure EnterpriseSearch Federation Trusted Entities and Siebel Identity PluginManager are activated from Oracle’s Siebel CRMadministration UI by remote administration.New topic. This topic covers remote administration of theOracle Secure Enterprise Search Connector. This taskconfigures the Oracle Secure Enterprise Search businesscomponent source, source group, and schedule.Modified topic. It has been updated for remote administrationof the Oracle Secure Enterprise Search file system source andschedule.Siebel Search Administration Guide Version 8.0, Rev. G11
What’s New in This Release Table 2.Changes in Siebel Search Administration Guide, Version 8.0, Rev. FTopicDescriptionField Weights and AutomatedKeywordsModified topic. It has been updated to include the fileSearch Engine Config.xml, which is used to supportautomated keywords and dynamic weights.“Creating the Siebel Search CenterDirectory Structure on the SiebelServer” on page 26Field Weights“Administering Field Weighting” onpage 90Automated Keywords“Administering AutomatedKeywords” on page 91Basic Search Operators“Performing a Basic SearchOperation” on page 10812New topic. This topic covers administering field weighting, todetermine a field’s ranking in the search results.New topic. This topic covers verifying the Oracle SecureEnterprise Search cluster settings that are required forgenerating Siebel Search automated keywords.Modified topic. It has been updated to include the followingsearch operations: Exclusion Search Phrase SearchSiebel Search Administration Guide Version 8.0, Rev. G
What’s New in This Release Table 2.Changes in Siebel Search Administration Guide, Version 8.0, Rev. FTopicDescriptionAdvanced Search OperatorsModified topic. It has been updated to include the followingpredefined searches:“Performing an Advanced SearchOperation” on page 110 All these words Any of these words Exact phrase None of these wordsIt has been updated to include searching by the following fileformats:“Defining Index Elements” onpage 69 All Microsoft Excel Microsoft PowerPoint Microsoft Word PDFModified topic. It has been updated to reflect the fact that thefollowing attributes are not supported: is-id id-rank on-name nv-nameSiebel Search Administration Guide Version 8.0, Rev. G13
What’s New in This Release What’s New in Siebel Search Administration Guide, Version 8.0, Rev. ETable 3 lists the changes described in this version of the documentation to support Release 8.0.0.6of the software.Table 3.Changes in Siebel Search Administration Guide, Version 8.0, Rev. ETopicDescription“Select the Connector for whichsettings have been changed, andclick Update.” on page 53New topic. It describes setting up the Oracle SecureEnterprise Search File System Connector.“Process of Setting Up the WebCrawler Source and Connector forOracle Secure Enterprise SearchIntegration” on page 50New topic. It describes setting up the Oracle SecureEnterprise Search Web Crawler Connector.“Configuring Siebel Search EngineSettings” on page 36Modified topic. Updated to include corrections to thepreconfigured values for Dupmarked and Dupremoved.Chapter 4, “Setting UpDisconnected Mobile Search”New chapter. This chapter covers installation andconfiguration of Oracle's Siebel Mobile Search client.“Defining Index Elements” onpage 69Modified topic. Updated to include index and available fieldmappings for custom business components.“Configuring the Search ResultsView” on page 87New topic. It describes how to configure the Search results ineither quick search mode or results retention mode“Configuring Pick Views for Searchand Attach Records” on page 88New topic. It describes enabling Find and Attach functionalityin Siebel Tools.“Creating Preview Views for Search”on page 89New topic. It describes configuring preview views in SiebelTools.“Configuring the Search Definitionon the Siebel Developer Web Client”on page 80New topic. It describes configuring the Search Definition forthe Siebel Developer Web Client.14Siebel Search Administration Guide Version 8.0, Rev. G
What’s New in This Release What’s New in Siebel Search Administration Guide, Version 8.0, Rev. DTable 4 lists the changes described in this version of the documentation to support Release 8.0.0.5of the software.Table 4.Changes in Siebel Search Administration Guide, Version 8.0, Rev. DTopicDescription“Administering WorkflowManagement Components” onpage 35This topic covers enabling the Workflow Management Servercomponents. All Workflow Management components must beenabled for incremental and refresh indexing.“Verifying the Oracle SecureEnterprise Search Source for theBusiness Component Connector” onpage 45The Oracle Secure Enterprise Search Authentication Type andRealm fields have been added.“Creating Server Repeating Jobs forIncremental Indexing” on page 55This topic has been updated to include Job Templates.“Find Pick View Object” on page 99This topic provides an overview of the Find Pick View objectfor enabling Find and Associate functionality.“Configuring Searchable FindCategories” on page 99This topic covers the activation of Find objects to display assearchable Find categories in the Search Center Look In list.“Configuring the Find Results View”on page 99This topic covers configuring the view in which Find resultsare displayed.“Configuring Find and AssociateRecords” on page 100This topic covers enabling Find and Associate functionality inOracle’s Siebel Tools.“Creating Preview Views for Find” onpage 101This topic covers configuring preview views in Siebel Tools.“Configuring SiebelCommunications Server and FindIntegration” on page 102This topic covers defining Find parameters for CTI (ComputerTelephony Integration).“Performing a Find Operation” onpage 111This topic covers the end-user Find operation.“Associating Results with the ActiveRecord” on page 112This topic covers the end-user Find and Associate operation.Siebel Search Administration Guide Version 8.0, Rev. G15
What’s New in This Release What’s New in Siebel Search Administration Guide, Version 8.0, Rev. CTable 5 lists the changes described in this version of the documentation to support Release 8.0.0.3of the software.Table 5.Changes in Siebel Search Administration Guide, Version 8.0, Rev. CTopicDescription“Administering Siebel ServerComponent Groups” on page 34The SearchIncrementalIndexProcessor server component hasbeen removed.“Configuring Siebel Search EngineSettings” on page 36The XML Indexable Data Location parameter has beenadded. This is the Siebel Search Center shared FTP locationfor storing data for the RSS crawler to access and index.“Configuring the Default SearchDefinition” on page 54This topic has been updated to include a list of SearchDefinition and Siebel application mappings.What’s New in Siebel Search Administration Guide, Version 8.0, Rev. BTable 6 lists the changes described in this version of the documentation to support Release 8.0.0.2of the software.Table 6.Changes in Siebel Search Administration Guide, Version 8.0, Rev. BTopicDescription“Features Supported for Find,Search, and Mobile Search” onpage 20This topic describes the features supported for Find andSearch.“Configuring the RSS Crawler forFTP Indexing” on page 30The RSS Crawler Grant field has been added.“Configuring the Default SearchDefinition” on page 54This topic covers setting up the default Search Definition, andthe Categories displayed in the Search Index Settings view.Chapter 8, “Configuring Siebel Find”This chapter describes how to administer Siebel Search Findobjects.Chapter 9, “Using Siebel Search”This chapter describes Siebel Search end user functionality.16Siebel Search Administration Guide Version 8.0, Rev. G
What’s New in This Release What’s New in Siebel Search Administration Guide, Version 8.0, Rev. ATable 7 lists the changes described in this version of the documentation to support integration withOracle Secure Enterprise Search.Table 7.Changes in Siebel Search Administration Guide, Version 8.0, Rev. ATopicDescriptionChapter 3, “Setting Up SiebelSearch with Oracle SecureEnterprise Search”This chapter covers deployment of Siebel Search with OracleSecure Enterprise Search.“Configuring Siebel Search EngineSettings” on page 36This topic covers the adapter library and search engineparameters for integration with Oracle Secure EnterpriseSearch.“Configuring the Siebel BusinessComponent Connector” on page 42This topic covers administration of the business componentconnector for integration with Oracle Secure EnterpriseSearch.“Defining Index Elements” onpage 69This topic covers the Oracle Secure Enterprise Search indexfields that are available for mapping to Business Componentfields.“Creating Search Run-Time Eventsfor Custom Search Objects” onpage 76This topic covers the mapping of user-defined search objects.What’s New in Siebel Search Administration Guide, Release 8.0Table 8 lists the changes described in this version of the documentation to support Release 8.0 of thesoftware.Table 8.Changes in Siebel Search Administration Guide, Release 8.0TopicDescription“Overview of Siebel Search” onpage 19This chapter includes an architecture and functionalityoverview.“Configuring Siebel Search EngineSettings” on page 36This topic covers administration of search engine parameters.“Configuring the Siebel BusinessComponent Connector” on page 42This topic covers administration of the business componentConnector.Chapter 5, “Configuring IndexMappings”This chapter covers adding user-defined search objects, suchas Business Components or Connectors.Chapter 6, “Administering SiebelSearch Index Settings”This chapter covers administering search index settings.Support has been added for incremental and refreshindexing.Siebel Search Administration Guide Version 8.0, Rev. G17
What’s New in This Release Table 8.Changes in Siebel Search Administration Guide, Release 8.0TopicDescriptionAppendix A, “Preconfigured SearchObjects”This appendix lists the preconfigured Search objects that areprovided for each Siebel application.Appendix B, “Syntax for FilterSearch Specifications”This appendix covers the syntax for filtering the index recordset to incorporate custom business rules.18Siebel Search Administration Guide Version 8.0, Rev. G
2Overview of Siebel SearchThis chapter provides an overview of Siebel Search functionality and architecture, and includes thefollowing topics: “About Siebel Search” on page 19 “Features Supported for Find, Search, and Mobile Search” on page 20 “Siebel Search Architecture Overview” on page 22 “Siebel Search Web Service” on page 22About Siebel SearchOracle’s Siebel Search provides incremental indexing of search fields, basic and advanced searchfunctionality for both structured and unstructured data, Mobile Search for disconnecteddeployments, and Find operations for real-time database queries. Siebel Search is integrated withOracle Secure Enterprise Search.About Siebel Search OperationsIndexed Search requires licensing of a search engine, such as Oracle Secure Enterprise Search. Fulltext searches can be performed across multiple business components, fields and files with oneoperation. A Search operation allows a broad search by not requiring the user to specify specific fieldsto search upon. Search also gives you the option of searching through attachments. Searchoperations are case insensitive.About Siebel Find OperationsFind is a tool that consists of a direct query on a database, and allows users to query on a field-byfield basis. Find objects are accessible from anywhere in your Siebel application through the SearchCenter, and allow users to perform queries on specific predefined fields linked to specific businesscomponents (such as querying for an employee’s last name). Find results are a real-time reflectionof database records because Find directly queries the database instead of using indices. This makesFind appropriate for searching on transactional database records that change frequently, such asActivity or Opportunity records. Find operations are case sensitive.NOTE: The Siebel Query tool is covered in Siebel Fundamentals on the Siebel Bookshelf. The SiebelBookshelf is published on Oracle Technology Network (OTN) and Oracle E-Delivery.Siebel Search Administration Guide Version 8.0, Rev. G19
Overview of Siebel Search Features Supported for Find, Search, and Mobile SearchFeatures Supported for Find, Search,and Mobile SearchTable 9 summarizes the features available for Siebel Find, Search, and Mobile Search.Table 9.Supported Features for Find, Search, and Mobile SearchFeatureFindSearchPasswordEncryptionNot applicable. Supported for HTTPSindexing. Not supported forFTP indexing. HTTPS indexing:Highly secure. FTP indexing: Lesssecure than indexingover HTTPS.Secure indexingNot applicable.Mobile SearchNo.No.Database queriesYes.No. Searches are runagainst search indices.No. Searches are runagainst search indices.Full text searchNot applicable.Yes.Yes.Refresh indexingNot applicable.Yes.Yes.IncrementalindexingNot applicable.Yes.Manual incrementalindexing supported.Monitoring batchprocessingNot applicable. Supported for HTTPindexing. Not supported forFTP indexing.No.Keyword searchNo.Yes.Yes.Supports filterfield search (alsocalled parametricsearch).Yes.Yes.Yes.Wildcard searchApplies to anycharacter, includingspace, that is, thesearch can span morethan one word.Does not apply topunctuation characters,such as a space, orcomma. Applies tocharacters only within aword.Does not apply topunctuation characters,such as a space, orcomma. Applies tocharacters only within aword.Case insensitivesearchNo.Yes.Yes.20Siebel Search Administration Guide Version 8.0, Rev. G
Overview of Siebel Search Features Supported for Find, Search, and Mobile SearchTable 9.Supported Features for Find, Search, and Mobile SearchFeatureFindSearchMobile SearchBoolean operatorsNo.Yes. Supports AND andOR Boolean operators.Yes. Supports AND andOR Boolean operators.Associate, anddrill downoperationsYes.Yes.Yes.Supports bothcustomer andemployeeapplicationsSupported inemployee-facingapplications. Notsupported in customerfacing applications.Yes.Supported in employeefacing applications. Notsupported in customerfacing applications.Searches oncontent inattachmentsNo.Yes.Yes.Searches onexternal filesystemsNot applicable.Yes.Yes.BusinessComponentConnectorNot applicable.Yes.Yes.File SystemConnectorNot applicable.Yes.No.Web CrawlerConnectorNot applicable.Yes.No.Siebel Search Administration Guide Version 8.0, Rev. G21
Overview of Siebel Search Siebel Search Architecture OverviewSiebel Search Architecture OverviewThe Search architecture is comprised of the elements in Figure 1.Figure 1.Siebel Search Architecture OverviewFigure 1 includes the following elements: Siebel Search UI. Interface for retrieval of Find and Search results. Siebel Server. Hosts the search business services and search engine adapters. Search Engine Adapters and Indexing Adapters. Interface with the Siebel data sources andsearch engine. Index the Siebel business data. Data Sources. Source for the indexed data, for example, Siebel business components.Siebel Search Web ServiceSiebel Search provides a set of Business Service APIs, which can be exposed as a Web service thoughthe Siebel Web services Framework. The following Search Web service is provided:SearchExternalService. This Web service can be used as a Search Front End Web service, tofacilitate searches on the data stored in the Siebel application, from a non-Siebel Web application.For more information on the SearchExternalService Web service, see Siebel CRM Web ServicesReference.22Siebel Search Administration Guide Version 8.0, Rev. G
3Setting Up Siebel Search withOracle Secure Enterprise SearchThis chapter covers setting up Siebel Search with Oracle Secure Enterprise Search. All tasks in thischapter are required for Siebel Search and Oracle Secure Enterprise Search
Siebel Search Administration Guide Version 8.0, Rev. G 7 Basic Search Retrieval 106 Performing a Basic Search Operation 108 Performing an Advanced Search Operation 110 Saving Search Criteria 111 Performing a Find Operation 111 Associating Results with the Active Record 112 Appendix A: Preconfigured Search Objects Call Center Searchable Objects 113
